Customer Success Guru Worldwide

About the role

Please note: we are not actively hiring English Support Gurus in Ireland, but we are still accepting applications. Once there is availability on our Guru team, we'll reach out to you with next steps in regards to your application.

The Customer Success Guru role challenges and supports you, so that you can help empower entrepreneurs around the world through live chats, phone calls, and emails. Working remotely allows you to join a growing tech company, without relocating. Although we’re spread across various countries and timezones, it doesn’t feel like it. We’ve invested in small teams, so you have the personal connections and tools to thrive in your role here. After all, we help businesses thrive and grow, so we want you too as well!

A few more details:

We keep it real - It’s not just tech support, it’s people support. It won’t always be easy, but if you're resourceful, ask questions, and enjoy having genuine human conversations, you may have just found your dream team.

We’re remote first - Working remotely with Shopify makes it possible to be part of a growing tech company, without relocating. Do fulfilling work, make a real impact, and own your role with the Shopify Support Team from the comfort of your home.

We’re business coaches - We don’t just solve problems, we help businesses grow and thrive. Our team doesn’t do pushy sales, but we do strive for needs based sales solutions to help merchants get on the right Shopify plan to scale their business and succeed.

We work together - We may not be in the same cities, but we act like it. We’ve invested in small remote teams and strong communication tools to ensure you have the resources to succeed in your role at Shopify --- no matter what city you are in!

The majority of our current team is in Galway and the surrounding counties. From time to time, we host get-togethers in the Galway area. So the odd bit of travelling may be required if you want to take part in co-working days.

You’ll get to:

Have a huge impact on merchant businesses and lives.

Learn how to run your own store first hand.

Teach people about the platform.

Interact with entrepreneurs from all over the world.

Be yourself.

You'll need to (in no particular order):

Preferably live within driving distance of Galway (however willing to engage with all suitable candidates).

Be proficient with technology.

Care about the details.

Be a good communicator.

Have strong reading & writing skills.

Have a track record of being resourceful and getting sh*t done.

Be able to work under pressure.

Be empathetic.

It'd be great if you have:

A background or interest in business, marketing, retail, or sales

Ran or had exposure to running a business or being an entrepreneur.

Here's how to apply:

Step #1: Please send us your most up to date resume & include your cover letter in the ‘additional info’ section explaining why you want to be a Guru. Address your cover letter to Jolly Green Giant.

Step #2: Complete the technical scenario question in your own words as though you are explaining this to someone who does not know how.

Step #3: Last, but certainly not least, have a blast diving into the ‘Getting To Know You’ questions on the next page by clicking Apply Now. Be authentic, honest and enthusiastic! We want to get to know you :)

Additional Notes:

If we'd like to move you to the next phase of the interview process, we'll be inviting you to our Life Story interview to get to know you for 30 minutes. If you are selected to move forward to the second phase of the interview process, you will receive an email asking you to book a date and time to complete the Gauntlet interview where you'll be required to jump into a role-playing exercise with one of our team members from our Talent Growth team. We highly recommend if you receive an invite to interview at Shopify that you sign-up for a free 14-day trial and create an online store to familiarize yourself with the platform as preparation for the Gauntlet.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

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About the role
Please note: we are currently still accepting applications and interviewing candidates, but we are still defining final start dates for this role to cater to our business needs. We will discuss the timeline of your application with you once you have completed the process.

Who? We are looking for an up-and-coming Technical Support Manager to lead two existing teams of support engineers distributed throughout the United States and in Bogota, Colombia. You are passionate about the customer experience and driving exceptional customer satisfaction results and you recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.

Apr 12, 2018

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